Afrihost Fibre Down After “Activation” – No Accountability, No Resolution

I’m extremely frustrated with the level of service received from Afrihost.

My fibre line was working perfectly until I received confirmation that my line had been “activated.” Immediately after that message, my connection dropped completely and has been offline since.

The ONT shows a flashing PON light, which clearly indicates a fibre network provisioning/authentication issue — not a problem inside my home network.

To avoid wasting time, I did extensive troubleshooting myself:

Rebooted and reset all equipment

Verified all cabling and connections

Removed my router entirely to isolate the issue

Confirmed the ONT has power and link, but cannot authenticate upstream

I also provided Afrihost with detailed technical logs showing that:

The router is attempting PPPoE authentication correctly

No response is being received from the network (which points to a service-side issue, not a user issue)

Despite all of this, the response from support was simply:

“No update yet, please wait.”

That’s it.

No escalation. No ownership. No attempt to actually diagnose the issue.

Even more frustrating, I was asked to perform irrelevant troubleshooting steps (like connecting directly to the ONT), which shows a lack of understanding of how fibre/PPPoE setups actually work.

This is clearly a provisioning or configuration error introduced during their “activation” process, yet no one is taking responsibility.

Being told to “just wait” while a paid service is completely down is unacceptable.

Afrihost positions itself as a premium ISP, but this experience shows a serious gap in both technical competence and customer support.